Example Call Flow

8/3/2019 Example Call Flow

1/25

Example Call Flow


2/25


3/25

iii

Table Of ContentsApplications ................................................................................ 1

Contact List ............................................................................. 1Contact List Overview............................................................. 1Call Flow............................................................................... 1

Call Router .............................................................................. 4

Call Router Overview.............................................................. 4Voice Mail ................................................................................ 5

Voice Mail Overview ............................................................... 5Call Flow............................................................................... 6

E-Mail ....................................................................................13E-Mail Overview....................................................................13

Call Flow..............................................................................14Index........................................................................................21


4/25


5/25

1

Applications

Contact List

Contact List Overview

The Contact List application is accessed by saying "Contact" in the Call

Router. The user is identified by using the Name Directory.

Once identified and their password validated, the caller has access totheir list of contacts, and may place a call to a desired contact.

As with the identification of the user, the names of the contact list are

combined with the alternate names and pronunciations and used toidentify the desired contact.

Call Flow


6/25

Example Call Flow

2


7/25

Applications

3


8/25

Example Call Flow

4

Call Router

Call Router Overview

The Call Router application lets callers speak to a specific person by

saying that person's name. Using a grammar made up of the list of

names plus alternate names and pronunciations, the Call Routerassembles a list of all possible combinations a caller might be expectedto say.

The process begins with a request for the name of the desired party.Depending on the response, the Call Router attempts to identify asingle match to the request. If only a first name is given, for instance,


9/25

Applications

5

there may be more the one possible match. In this case, the names of

the potential matches are played for the caller and the request is madeto select from this list. Once a specific party has been identified, the

call is transferred to the appropriate extension. If a suitable match isnot found, the caller will be transferred to the operator.

The Speech Assistant Call Router also recognizes the keypad or DTMFentry of extension numbers as well as the caller's verbal request; i.e.

"Extension 123."

Voice Mail

Voice Mail Overview

Voice Mail is accessed either directly through an extension or by saying"Voice Mail" in the Call Router. Through the Voice Mail application, the

server can be accessed allowing users to listen to and manipulate themessages in their voice mailbox.

As with the Call Router, the caller is identified by using the NameDirectory. Once identified and their password validated, the caller hasaccess to all of their voice messages and may listen to each in turn as

well as to forward them to other users, reply to them or delete thementirely.

The "New" messages are generally the most important and, if any areavailable, the caller is asked specifically if they should be played.

Following this, the Assistant will announce the number messages thatare "Old" as well as the number of messages in the "Saved" folder and

any other custom folders that the caller may have created and thenthe caller is asked which they would like to hear. Once all of the

messages have been played, the caller can request to hear them

again.

For each category of messages, the caller has options as to thenavigation of the list and the disposition of each message. The system

will respond to commands at any point during the session, even when

a message is being played. To navigate, the caller can request the"Next", "Previous" or "First" message. Additionally, the caller can


10/25

Example Call Flow

6

"Delete", "Forward", "Reply" to, or "Move" a message. Messages can

be moved from the Inbox to the Saved folder or to any of the customfolders that the particular caller may have created. Deleted messages

are removed entirely, after confirmation by the caller. Forwardedmessages require the caller to specify the name from the directory of

its destination and then optionally allows the addition of new audiowhich accompanies the message. Replying to a message involveseither the caller adding their own audio message which is returned tothe sender or, if a number is available, returning the call directly. Also,

the caller has the option to place a call from an entry in the ContactList. All of the options are described when the "Help" command is

given.

Finally, at any time during a session, the caller can end the call by

saying "Log-out" or "Log-off", transfer to another user by saying

"Transfer" or just hang-up the phone and the system will end the call.

Call Flow

Voice Mail Command Summary

Message Selection:

"New" - Selects new messages from the "Inbox" folder.

"Old" - Selects old messages from the "Inbox" folder.

"Saved" or Custom - Selects either messages from the "Saved" orother custom folder under "Inbox".

Message Disposition:

"First" - Proceeds to the first message in the list.

"Next" - Proceeds to the next message in the current list.

"Previous" - Proceeds to the previous message in the current list.

"Delete" - Deletes the current message after confirmation."Forward" - Requests name of party, optionally records new

audio, and forwards the current message to another internal

user. Note: TeleVantage can take up to 45 seconds to forward amessage.

"Move" - Moves the current message to the "Saved" folder anothercustom folder after confirmation.


11/25

Applications

7

"Reply" - Records an audio reply and returns it to the sender.

Only available for local extensions

"Callback | Return Call" - Places a return call to the sender's

number or extension, if available.

"Call Contact" - Loads the Contact List as a grammar and places acall to the entry selected from the list.

"Help" - Announces the list of commands for message disposition.

System Commands:

"Log-off | Log-out" - Ends the current session and returns to the

Call Router.

"[Call] Transfer" - Initiates the Call Router to allow a transfer to

another extension.


12/25

Example Call Flow

8


13/25

Applications

9


14/25

Example Call Flow

10


15/25

Applications

11


16/25

Example Call Flow

12


17/25

Applications

13

E-Mail

E-Mail Overview

E-Mail is accessed either directly through an extension assigned or bysaying "E-Mail" in the Call Router. Through the E-Mail application,users have access to the E-mail servers specified in configuration files,

allowing them to listen to and manipulate the messages on theseservers.

As with the Call Router, the caller is identified by using the name

directory. Once identified and their password validated, the caller hasaccess to all of their e-mail messages and may listen to each in turn as

well as to forward them to other users or delete them entirely.

The system will respond to commands at any point during the session,

even when a message is being played. To navigate, the caller canrequest the "Next", "Previous" or "First" message. Additionally, the

caller can "Reply" to or "Delete" a message. Replying to a messagerequires the caller to either add their own audio message or select

from a list of predefined text messages, which is then returned to thesender. Deleted messages are removed entirely, after confirmation by

the caller. All of the options are described when the "Help" command isgiven.

While listening to a particular message, the caller has options to

control the play similar to those in a standard tape player. The callercan "Pause" and then "Resume" the play. The position in the message

changed by "Fast Forward" or "Rewind" which moves the play forward

or back by several sentences or by "Next Paragraph" or "Last


18/25

Example Call Flow

14

Paragraph" which moves the play by paragraphs. Finally, the play can

be canceled by "Stop".

At any time during a session, the caller can politely say "Log-off" or"Log-out" and the system will return to the Call Router. Otherwise, the

call can just hang-up the phone and the system will end the call.

Call Flow


19/25

Applications

15


20/25

Example Call Flow

16


21/25

Applications

17


22/25

Example Call Flow

18


23/25

Applications

19

.


24/25


25/25

Index

AApplications

Call Router 4Contact List 1

E-Mail 13Voice Mail 5

CCall Flow Diagrams

Call Router 5

Contact List 2, 3, 4

E-Mail 15, 16, 17, 18, 19Voice Mail 8, 9, 10, 11, 12

Call Router 4

Command Summary

Voice Mail 6Contact List 1EE-Mail 13QQueues 4VVoice Mail

Command Summary 6

Voice Mail 5WWorkgroups 4

Documents

Example Call Flow